IT Support Engineer

Company: Lagan Construction Services
Job Type: Full Time / Permanent
Location: Rosemount House

Role Overview

Ensure proper IT operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end-user help requests, which may involve visits to Branch offices and sites. Problem resolution may involve the use of diagnostic tools, web research or previously logged IT support issues, as well as requiring that the individual give in-person, hands-on help at the desktop level. Provide operational support and administration to Lagan SCG systems and hardware.

What you'll do

The following reflect the main tasks associated with your position and are not intended to be exclusive or exhaustive:

• Field incoming support requests from colleagues via ticket system, walk-ins, telephone and e-mail in a courteous manner.
• Administration of IT assets using Lagan Construction Services (LCS) software to ensure appropriate tracking and reporting of LCS equipment as well as housekeeping duties within IT data centres/rooms and stores.
• Document all pertinent end user identification information, including name, company, department, contact information and nature of problem or issue onto IT support ticket system when required.
• Build rapport and elicit problem details from Lagan Specialist Contracting Group (LSCG) Staff.
• Prioritise and schedule problems. Escalate problems (when required) to other members of the team or an experienced supplier.
• Record, track, and document the IT support request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution on IT ticket system.
• Apply diagnostic utilities and methodology to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, forums and Frequently Asked Questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by LSCG.
• Perform hands-on fixes and setups (any location) at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems, peripherals, applications as well as phone system support.
• Performing preventative maintenance, including checking and cleaning of workstations, printers and peripherals as well as computer builds.
• Test fixes to ensure problem has been adequately resolved and logged.
• Prevent future problems, by reviewing IT support ticket system
• Develop help sheets (How To’s) and Frequently Asked Questions lists for end users and publishing onto LSCG shared systems.
• Carry out general computer builds and network administration (including AD, Microsoft 365, SharePoint, Various other ERP systems, firewalls and routers) duties from time to time.
• Deliver training to staff when required including in person and online.
• Work closely with IT Operations Managers to assist with delivery of core projects and services
• Administer Microsoft 365 tenant and on-premises Active Directory.
• Administer Azure platform including InTune and EndPoint Compliance.
• Administer and configure VMWare & Hyper-V environments.
• Implementing performance tuning systems based on monitoring

Key Competencies

The candidate should possess the following key competencies:

• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Self-motivated and keen attention to detail
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

What you'll bring

As an IT Support Engineer your main skills and experience will include:

Essential:

• A minimum of 2 years relevant experience in a support role.
• Knowledge of desktop, laptop and server hardware
• Experience of virtualisation technologies (VMWare & Hyper-V)
• Experience with backup solutions.
• Experience in supporting Microsoft 365, Azure, SharePoint, etc.
• A working knowledge of the Microsoft Windows Active Directory management.
• Experience with Windows Operating Systems both client and server
• Experience of network troubleshooting and diagnostic tools
• Working knowledge of a range of other diagnostic utilities
• Strong written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills
• Flexibility to travel to site locations across the UK & Ireland

How we'll reward you

In return, we offer a competitive salary plus we’ll provide a wide selection of lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Our Core Benefits include:

• Employer Pension Contribution
• Discretionary Bonus Scheme
• Membership of relevant Institutions & Professional Bodies
• Life Assurance
• Health Cash Plans
• Childcare Vouchers
• Cycle to Work Scheme
• Gym Membership